Statewide Delivery Service 2021 Transition Updates Archive

The following updates were originally posted on the Statewide Delivery Service webpage.

Delivery service update – September 23, 2021

Please continue to fill out the Statewide Delivery Customer Service Form for all delivery issues. To better track individual service issues, we are updating our Statewide Delivery Customer Service Form. Starting Monday, September 27, you will report one day per form. If you have multiple days to report, please complete one form for each day.

If there are libraries who still have not been able to send empty totes with your driver because of space issues, please fill out a ticket via the Statewide Delivery Customer Service Form. STAT said they would send extra drivers to pick up empty totes that libraries are trying to get into the system. Also, if you are in need of totes or bags, please fill out a ticket for that as well and we will send some to you. There should be enough totes now that all libraries can have as many as they need.

Just a few reminders on material handing to help reduce damage and reduce delays due to labeling issues:

Padded Envelopes: You may place material into a padded envelope with a label taped on it, and then place it directly into the tote.  No canvas bag is needed if using a padded envelope, provided the material cannot fall out of the envelope. Please make sure old labels are covered or removed from envelopes before reusing.

Totes: Library staff will pack totes with items going to multiple locations. STAT Courier staff will sort for delivery to each destination. When totes are closed, the lid should be flat so that when another tote is stacked on top (at your library and in transit), it does not damage material inside.

If you are sending a tote with all materials inside going to one destination library: please label both ends of the tote and zip tie it shut.

If materials are going to different libraries: please make sure that all bags inside these totes are labeled, the tote does NOT have a label, and DO NOT zip tie them shut.

Rubber bands: To prevent damage, either do not use rubber bands or do not use rubber bands that are too tight!  Rubber bands that are too tight will bend books and other materials during transit and sorting. Using rubber bands to secure padded mailers does not warp the items.

We encourage you to download the latest Statewide Delivery Material and Shipping Guidelines to share with library staff.


Delivery service update for September 15, 2021 from State Librarian Wendy Knapp and Executive Director Amy Pawlowski

Thank you for your ongoing diligence in completing customer service forms to report service issues. These reports are vital for tracking issues and monitoring progress.

The Ohio Department of Administrative Services (DAS) issued an Exception Letter to STAT Courier on Wednesday, August 25, 2021, which required that STAT Courier provide DAS with a plan to remedy the four service issues contained in the letter:

  1. Delivery of items in backlog since July
  2. Regular, scheduled services to all locations
  3. Full operations at the regional hub facilities
  4. Thorough and comprehensive communication

STAT Courier responded to this letter with a 30-day remediation plan, which DAS, along with State Library of Ohio and OhioLINK, accepted. DAS, OhioLINK, and the State Library will continue to closely monitor STAT Courier’s progress in following the agreed upon remediation plan to resolve service issues. We will update you as new developments occur.

In the last several days, we have begun to receive reports that STAT Courier’s efforts to resolve the above issues have resulted in some improvement; some libraries have now begun to receive materials that have been in transit since July. Additionally, in a site visit to STAT Courier’s Columbus facility yesterday (9/14), DAS, OhioLINK, and the State Library of Ohio were able to confirm significant improvement in processing and delivery of the backlog.

As noted in the last update, we have unfortunately found that some backlog items were damaged while in the canvas bags and prior to being placed into the totes for delivery. If your library receives one of these damaged items, please work with the item’s owning library to use the STAT Courier claim form and file a claim for damaged items. Download the .docx file, complete the form, and send it to STAT.

As always, the State Library and OhioLINK depend on the information we receive from your library through the customer service form. Whether you are reporting damaged material, missed service, or other problems with the courier service, please continue to fill out this form so that we can monitor STAT Courier’s progress in bringing this service up to the level that we all expect.


Delivery service update – September 10, 2021

This week, STAT Courier is continuing to work to fully deliver backlogged items. To help with this, the State Library has purchased an additional 1,000 totes, and STAT’s sorters are also working at the State Library as a temporary sorting location. The sorters have been instructed to remove items from canvas bags, carefully place items going to the same location into totes, and use a zip tie to close the totes. This approach ensures an adequate supply of totes will be available to transport items, though we recognize that this may temporarily reduce the supply of canvas bags going to libraries.

We regret that some backlog items were damaged while in the bags and prior to placing them into the totes. Libraries are encouraged to report damaged items using the customer service form . In addition, please use the STAT Courier claim form  to file a claim for lost or damaged items. Download the .docx file, complete the form, and send it to STAT.

In response to recent issues reported via the customer service form, STAT has instructed their drivers to leave items in canvas bags. The drivers have also been instructed to accept empty totes from libraries.

Next week, State Librarian Wendy Knapp and OhioLINK Executive Director Amy Pawlowski will email a statewide delivery update to library directors and the Ohio library community. The update will include information about the Exception Letter sent to STAT Courier by the Ohio Department of Administrative Services (DAS).

As a reminder, the State Library of Ohio utilized ARPA funds to provide a 30% discount for libraries participating in the statewide delivery service from July 1, 2021 to June 30, 2022. To put that into perspective, libraries scheduled for 5 deliveries a week are provided 78 scheduled stops, or 15.6 weeks at no cost to them. The State Library is being invoiced for actual stops, not scheduled stops. Funds allotted for statewide delivery courier services that are not invoiced are being used by the State Library to purchase delivery supplies such as totes and bags.

Please continue to use the customer service form to help document, measure, and monitor service issues. It is imperative that libraries continue to submit these forms to report delivery issues.

You may also use the delivery customer service form or email delivery@library.ohio.gov to request bags and totes.


Delivery service update – September 1, 2021

The Ohio Department of Administrative Services (DAS) issued an Exception Letter to STAT Courier on Wednesday, August 25, 2021, which requires that STAT Courier provide DAS (the State) with a plan to remedy service issues contained in the letter.  STAT Courier has until Thursday, September 2, 2021, to provide the State with their plan of remediation.   DAS, along with State Library of Ohio and OhioLINK, will convene to discuss STAT Courier’s remediation plan and determine its response.   DAS, OhioLINK, and the State Library will closely monitor STAT Courier’s progress in following the agreed upon remediation plan to resolve service issues throughout the month of September.

To help process materials for patrons, the State Library is currently providing temporary space for STAT in addition to the use of space at SEO that began several weeks ago. Both are part of our emergency response to help libraries.

What can your library do to help?

Submitting customer service forms is vital for documenting and tracking issues with the delivery service.

We use the customer service forms to document, measure, and monitor service issues. It is imperative that libraries continue to submit these forms to report delivery issues.

Refrain from keeping more totes than you are currently using.

Please don’t stockpile totes.  We understand libraries may be concerned about having enough totes, but we need to keep the containers moving in the system to address backlogged items.

Material Handling

We have asked STAT Courier to increase their level of training for materials handling, including sorting and packing items into totes. Specifically, they have been instructed to not overstuff totes. When totes are closed, the lid should be flat so that when another tote is stacked on top, it does not damage material inside. At your library, please make sure that if you are sending totes with all materials inside going to one destination library, you label both ends of the bin and zip tie it shut. If materials are going to different libraries, please make sure that all bags inside are labeled. A Material Handling & Shipping Guidelines for Statewide Delivery information sheet is available to read, download, and print.

Submit daily counts.

Please use this form to submit your Daily Tote Count (for totes sent and received) to the State Library of Ohio / Statewide Delivery team. This count will help ensure that we are providing the lowest possible shipping cost. We made the change to counting totes because it gives a more accurate picture of volume for deliveries and pick-ups. If a tote is half full, it takes up the same amount of space on a truck as a tote that is full. If you do not have enough totes to ship in or receive deliveries that are not in totes, please estimate about how many totes those items would fit into for your daily count. Thank you for your participation. If you have any problems with this form, fill out the delivery customer service form or send an e-mail to delivery@library.ohio.gov explaining the situation.

Use correct shipping labels on all outgoing materials.

Current labels are available at: https://sds-labels.library.ohio.gov/.

Our next meeting with STAT Courier is Thursday, September 2. We will continue to update the community with any new developments.


Delivery service update as of August 24, 2021

Thank you libraries for your partnership in dealing with the many and ongoing challenges of the statewide delivery service. We understand that communicating these challenges to your patrons has been complicated and difficult, especially because of the high bar for service that our communities have come to know and count on.

We are in regular contact with STAT Courier. Although our problems have repeatedly been reported to the courier, we have not seen significant enough improvement as of our latest meeting. This issue is our highest priority.

Our next meeting is Thursday, August 26. We will continue to update the community with any new developments.

What can your library do to help?

    Submit daily counts.

The daily bag count form has been changed to a daily tote count form but the URL remains the same (https://library.ohio.gov/services-for-libraries/statewide-delivery/daily-delivery-bag-count-form/). Please use this form to submit your Daily Tote Count (for totes sent and received) to the State Library of Ohio / Statewide Delivery team. This count will help ensure that we are providing the lowest possible shipping cost. Thank you for your participation. If you have any problems with this form, fill out the delivery customer service form or send an e-mail to delivery@library.ohio.gov explaining the situation.

    Use correct shipping labels on all outgoing materials.

  • We continue to see old labels being used and it is adding to the backlog of materials. Current labels are available at: https://sds-labels.library.ohio.gov/.
  • Please make sure that the labels for Kinsman Free library have the route information on them.  We are receiving totes/bags for them because the route information is missing from the label. These labels were recently updated.
  • Verify the labels for the Kingston Branch of the Chillicothe & Ross County Public Library reflect the route code of COL-03-24.

Please continue to use the customer service form to let us know about missed stops and other issues.

Our next meeting is Thursday, August 26. We will continue to update the community with any new developments.


STAT Courier delivery service update as of August 19, 2021

Update meetings with STAT are slowly yielding positive results for some libraries, but the progress is not where we would like it to be at this point in the contract. We have the full support of state government, including the highest levels at the Ohio Department of Administrative Services, in resolving issues and getting the service where it needs to be.  We share your frustration, but we must follow required procedures. It is in the best interest of all for statewide delivery to succeed. That is why we continue our due diligence to monitor stops made and missed and the volume of items delivered and back logged. Complaints and concerns reported via the customer service forms and emails are triaged and solutions sought for all. We are scrutinizing all data available to us and monitoring progress towards solving issues. We regret that more than once we communicated dates for resolutions that were not met. Again, we are doing everything possible to get statewide delivery service functioning as expected.

STAT Courier delivery service update as of 8/19:

Routes updates:

  • STAT continues to restructure routes.
  • STAT has been actively recruiting drivers and bringing in temporary drivers from other states. There have been several instances where STAT drivers are hired that for a variety of reasons do not work out, and then they are back to recruiting again. This issue is not unique to STAT at this time.
  • The remaining back log in Cleveland will be in transit by Monday.
  • Processing the back log requires STAT’s staff to look up each label from the previous courier, find the new route and location number, apply a STAT label, and place in a tote for transit.

Supply update:

  • STAT received 2,000 totes last Friday and is beginning to distribute them to libraries. They are expecting and additional 680 totes.
  • The State Library received 1000 we purchased on Thursday, August 19. STAT will also distribute these totes to libraries.
  • If your library receives a delivery with cardboard boxes, you may reuse these boxes to package your outgoing deliveries. Please use any totes that you have first and only use the boxes for any remaining outgoing items.

Please continue to use the customer service form to let us know about missed stops and other issues – we are using the information you provide to help STAT Courier bring the delivery service up to the level that we all expect.

The next meeting with STAT Courier will be on Monday, August 23.


August 13, 2021

The State Library of Ohio and OhioLINK continue to meet with STAT twice a week for status updates on routes, drivers, hubs, supplies, and backlogs. We review data on deliveries and pickups made and missed, and address complaints and concerns reported via the customer service forms, emails, and phone calls we receive. In the first month of the contract, we asked for your patience during the transition and expected that in the second month the system would be on track. As noted in our last few updates, we have increased pressure, while at the same time providing greater logistics support, and worked with higher level state government officials to address issues with the service.

The remediation steps taken since last week’s update are still unsatisfactory.  While we have identified strategies to address several of the underlying issues, we are still not where we need to be. This week, there have been some significantly larger deliveries to some libraries, but STAT needs to get more out of their hubs and to your libraries.  We are working through a process with Ohio Department of Administrative Services (DAS) and OhioLINK for dealing with an unsatisfactory contract performance. This includes working with DAS attorneys to ensure we are following every single step in the process perfectly. While we regret to ask for more patience, it will take more time to solve these issues.

STAT is responsible for every individual working on behalf of STAT under this contract; this includes helpers that are with the drivers. STAT has been reminded of this responsibility, as well as the preference that young children are not assisting with the work. If you observe young children assisting drivers on the routes, please report this and we will communicate it to STAT.

Continue to use the customer service form to document any issues or concerns. Improvements to this form are coming soon.


STAT Courier delivery service update as of 8/12:

Route and hub updates:

  • Akron routes 20 and 21 has been split into three different routes and should be running as of 8/12.
  • Cambridge Route 6 is being evaluated and will be split.
  • STAT continues to restructure routes to increase efficiency.
  • The backlog in the Cleveland hub is expected to be cleared by the end of this week. This will allow space for the items in Columbus ready to be shipped to Cleveland.
  • 50 pallets of backlog have gone out of the Columbus hub this week.

Supply update:

  • STAT ordered 700 totes that are being sent to the Columbus hub for distribution. They were supposed to arrive 8/12, but the distributor has a driver shortage, so the estimated delivery date is now 8/17. More totes are on back order and will be shipped in September.
  • If your library receives a delivery with cardboard boxes, you may reuse these boxes to package your outgoing deliveries. Please use any totes that you have first and only use the boxes for any remaining outgoing items.

Please continue to let us know about missed stops and other issues – we are using the information you provide to help STAT Courier bring the delivery service up to the level that we all expect.

The next meeting with STAT Courier will be on Monday, August 16.


August 10, 2021

STAT proposed a plan for addressing the backlog in the Columbus hub, and the number of outgoing totes from the Columbus hub is scheduled to account for at least half of all outgoing materials for the next two weeks.  This is being tracked by the State Library of Ohio, OhioLINK and DAS. In order to move items as quickly as possible, STAT may temporarily deliver items without using the totes. For example, you may see items delivered in carboard boxes.

Route and hub updates:

  • STAT continues adjustments to routes to increase efficiency.
  • The SEO Service Center is now receiving and turning around materials for some southeast Ohio locations.

Supply update:

  • STAT ordered 700 totes that are being sent to the Columbus hub for distribution. They are due to arrive from the vendor on Thursday.
  • If your library receives a delivery with cardboard boxes, you may use these boxes to package your outgoing deliveries. Please use any totes that you have first and use the boxes for any remaining outgoing items.
  • If you are low on any supplies, please complete the customer service form, or email the delivery listserv or delivery@library.ohio.gov.

Please keep letting us know about missed stops and other issues – we are using the information you provide to help STAT Courier bring the delivery service up to the level that we all expect.

As always, report delivery issues here: https://library.ohio.gov/services-for-libraries/statewide-delivery/statewide-delivery-customer-service/.

The next meeting with STAT Courier will be on Thursday, August 12.

August 6, 2021

The State Library of Ohio, DAS, and OhioLINK convened an urgent meeting with STAT to increase pressure on the remediation of recurring issues now that we are more than a month into the contract. This service is being scrutinized and our efforts supported by the highest state government levels possible. As you will see in today’s update, service improvements are progressing, and the number of helpdesk tickets are starting to decline.

The chart below shows a gradual increase in delivered materials for SEO member libraries. This is not by any means yet an acceptable level of service.

Route and hub updates:

  • STAT has hired sorters and additional staff at the Cleveland hub.
  • The SEO service center will be used as a hub for Southeast Ohio starting next week.
  • STAT’s president, corporate director of operations and operations supervisor have been working in Ohio at various times throughout the life of the contract.

Supply update:

  • STAT received 700 totes that are being sent to the Columbus hub for distribution.
  • The State Library will place an order for 1000 zipper bags and 1000 totes.
  • If you are low on any supplies, please complete the customer service form, or email the delivery listserv or delivery@library.ohio.gov.

Materials update:

  • If you have items that went into transit before June 25, please submit a claim with Priority by emailing Jamie Pardee or Mike Campbell.

Helpdesk tickets update:

  • State Library and OhioLINK combined tickets for the week of 7/31 – 237
  • State Library and OhioLINK combined tickets for the week of 7/24 – 280
  • State Library and OhioLINK combined tickets for the week of 7/17 – 322
  • State Library and OhioLINK combined tickets for the week of 7/8 – 289
  • State Library and OhioLINK combined tickets for the week of 7/1 – 125

Line chart showing a gradual increase in delivered materials for SEO member libraries.

 


August 3, 2021

In addition to today’s update (below), be assured that the State Library of Ohio and OhioLINK are steadfastly working to ensure the vendor of this vital service meets all contractual obligations and the patrons of the libraries in Ohio are getting the materials they need as quickly as possible.

STAT Courier delivery service update 8/3:

Route and hub updates:

  • STAT is adding 1,500 sq. ft. of warehouse space in Cleveland.
  • Cleveland has four new routes added with two new drivers starting this week and two more next week.
  • STAT is adding 200 sq. ft. of space in Toledo.
  • STAT has rented a truck to run routes in Toledo for the next four weeks until a permanent driver is hired.

Supply update:

  • STAT has ordered 1,500 totes and will distribute them to stops throughout the system. Please continue to use bags as you have been.
  • Please make sure you are using the correct labels (current STAT delivery labels, not Priority labels that have a barcode). This will prevent further delays in delivery.

Please continue to let us know about missed stops and other issues – we are using the information you provide to help STAT Courier bring the delivery service up to the level that we all expect.

As always, report delivery issues here: https://library.ohio.gov/services-for-libraries/statewide-delivery/statewide-delivery-customer-service/.

The next meeting with STAT will be on Thursday, Aug 5.


July 30, 2021 (updates as of 7/29/21)

Routes and hubs update:

  • Hubs are in Cleveland, Cincinnati, Columbus, Dayton, Toledo, and Akron. A hub in Cambridge will be in service when STAT is able to fill staff position(s) in that area.
  • Route numbers and hubs are on the labels. For example, AKR 20-07 is on Akron’s Route 20. The route numbers do not repeat across the hubs. We are waiting for an updated manifest from STAT and recommend libraries suspend using the current manifest for finding route numbers.
  • Route 5 now has two drivers out of Columbus. This route will be out of Columbus until as noted above, STAT can hire staff in the Cambridge area.
  • Route 14 out of Toledo has been re-routed to complete all the stops on time.
  • Backlog out of Columbus has been cleared 50% and is out for distribution.
  • Columbus hub is now fully staffed.
  • Akron Route 21 is running completely.
  • STAT is monitoring the volume at the Cleveland hub to assess the warehouse space needed going forward.

Labels & Supplies

  • It is imperative that libraries use the correct labels (current STAT delivery labels, not Priority labels that have a barcode). This will prevent further delays in delivery.
  • The State Library ordered and received 2000 new canvas bags that are available upon request via the customer service form or emailing delivery@library.ohio.gov.
  • We anticipate ordering additional zippered bags soon.

Please keep letting us know about missed stops and other issues – we are using the information you provide to help STAT Courier bring the delivery service up to the level that we all expect. Our goal is to streamline the organization of reported issues; therefore, we have updated the customer service form to allow you to choose a more specific request type. This will enable us to improve monitoring, compliance, and accountability of the service going forward. You can find the form here: https://library.ohio.gov/services-for-libraries/statewide-delivery/statewide-delivery-customer-service/.

The next meeting with STAT will be on Monday, August 2.


July 27, 2021

Route and hub updates:
Note: Route numbers may be found on the statewide delivery manifest under the Delivery Resources tab. This is a list of every public library stop’s hub and route ID. Like the labels, the first number in the route ID is the route number.

  • Columbus hub has a large volume of materials sorted into bins and staged for distribution. Item backlog meant for the other hubs is expected to be sent by the end of the week — 20% has been sent as of 7/26. Backlog from other hubs have been cleared and have arrived at Columbus for sorting.
  • New drivers started on Routes 5 and 18.
  • Route 6 is upgrading from a cargo van to a box truck this week.
  • Routes 17 and 19 are running completely every day.
  • Driver on Route 14 didn’t have a large enough vehicle for the volume and was unable to start on 7/26. Driver from Route 12 ran this route on 7/26. A driver is being brought in from St. Louis to cover route 14, so both 12 and 14 will be covered.

Supply update and information:

  • Libraries that are using cardboard boxes for shipping should continue to do so until all the totes can be delivered. STAT received additional totes this week and will be distributing them at a later date.
  • Please make sure you are using the correct labels (current STAT delivery labels, not Priority labels that have a barcode). This will prevent further delays in delivery.
  • As STAT Courier adjusts routes, the labels will be updated. We will send an update with a list of labels that have changed and need reprinted.

Please keep letting us know about missed stops and other issues – we are using the information you provide to help STAT Courier bring the delivery service up to the level that we all expect.

As always, report delivery issues here: https://library.ohio.gov/services-for-libraries/statewide-delivery/statewide-delivery-customer-service/.

The next meeting with STAT Courier will be on Thursday, July 29. An update will be sent on Friday.

July 22, 2021

Route and hub improvements:

  • Dayton-area routes have been running largely without disruption.
  • Two additional routes have been added in Cleveland to accommodate volume.
  • Routes 8, 9, 10, 11 in Cleveland will be running with additional trucks deployed as the routes were not getting completed in time before library closings.
  • Route 5 in Cambridge area now has two trucks running to ensure route is completed.
  • Route 6 in Cambridge area will be adding a truck to handle volume.
  • Route 2 in Cincinnati now has a permanent driver.
  • Temporary drivers for Toledo routes have started this week to cover missed stops until there is a permanent driver.
  • Cleveland hub now has a dedicated warehouse for sorting. STAT is in the process of sorting and labeling old boxes and making progress on getting these items back out for delivery.

Supply update:

  • STAT received more totes early this week and will be delivering them soon. They are continuing to evaluate the number of totes needed per stop.

Additional Information & Reminders:

  • Please do not zip tie a tote unless all items inside are going to one location.
  • Labels on sealed totes must be placed on the side of the tote to allow sorters and drivers to easily identify its destination.
  • Please use the correct labels (current STAT delivery labels, not Priority labels that have a barcode). This will prevent further delays in delivery.
  • As STAT Courier adjusts routes, the labels will  be updated. We will send an update on the delivery listserv with a list of labels that have changed and need reprinted.

We recognize that some delivery issues continue. Please be assured that we are doing everything we can to resolve delays as fast as possible.

Please continue to let us know about missed stops and other issues – we are using the information you provide to help STAT Courier bring the delivery service up to the level that we all expect.

As always, report delivery issues here: library.ohio.gov/services-for-libraries/statewide-delivery/statewide-delivery-customer-service/.

The next meeting with STAT Courier will be on Monday, July 26. An update will be sent on Tuesday.


July 19, 2021

We recognize that some Statewide Delivery issues continue. Please be assured that we are doing everything we can to resolve delays as fast as possible. The following information is provided to help everyone ship and receive library materials as soon as possible.

We’ve been asked by library staff about seemingly conflicting information from drivers about their routes. A library that has 4 or 5 days a week delivery is on multiple routes. For example, if your library has deliveries Monday – Thursday then it may be on route 222a (Monday and Wednesday) and route 222b (Tuesday and Thursday). If a driver tells you that your library is not on his route for tomorrow, that may be because he is looking at route “a”, not route “b”.

The following guidelines were added today to the Statewide Delivery Handling and Shipping Guidelines information available to download and print on our website. The document may be found under the Delivery Resources tab on the Statewide Delivery webpage.

  • Do not zip tie a tote unless all items inside are going to one location.
  • Labels on sealed totes must be placed on the side of the tote to allow sorters and drivers to easily identify its destination.

And finally, it is vital that the correct labels are being used to prevent a further delay in the delivery of materials.


July 14, 2021

Read a Statewide Delivery update letter from Natasha Boekholt, President, STAT Courier Service, Inc


July 9, 2021

We know that every Ohio library sees customer service as a core value and prides themself on providing excellent service to their patrons. While a number of the challenges in our courier transition have been out of the control of the State Library, OhioLINK, and STAT Courier, we recognize that all of the challenges have been out of your control, too. We are working continuously to resolve these issues. We would like to thank the individuals who have reached out to the State Library & OhioLINK staff with kind words.

As the 6th day of our new contract comes to a close, the State Library of Ohio and OhioLINK are continuing to work with STAT to visit 100% of all locations. STAT, like every other employer in this economic climate, is struggling to hire new employees. This is not an issue unique to us, and the labor shortage is a factor for many industries. The global materials shortage has also impacted STAT. We told you on Wednesday that they had only received ⅔ of the totes they’d ordered. They received the last 1,500 totes this morning, two weeks after they were expected. Tote distribution should resume on Monday. As of today, STAT has visited 80% of the locations at least one time.

We would like to address the RFP process for statewide delivery specifically. As in the past, we worked with the Ohio Department of Administrative Services (DAS). As a statewide contract, the RFP process is one that we must regularly go through, and it is vital that the process be fair to all companies submitting proposals. The evaluation process for the proposals was included in the RFP document itself, and for this contract bids were evaluated across a variety of points that incorporated both their plan for service and the cost.

While no contracted service turnover is ever completely smooth, we remain confident that the increase in service you will see over the next month will lead to a positive end result. The last time the statewide delivery vendor changed, there were also issues and obstacles.

Some of the additional services that will be available as part of this contract include:

  • Dedicated routes that only deliver to libraries
  • Responsive service (e.g. additional routes)
  • Driver’s assigned appropriate transportation (e.g. no hatchbacks overflowing with library materials)
  • Driver check-in at every location to verify stops made
  • Utilization of totes to protect materials in transit
  • Additional hubs contracted

Though we have faced a number of obstacles that began in June, we are pleased to be partnering with a professional library delivery service company and anticipate exceptional service levels to be the standard going forward.

Positive steps that your library can take today:

  • Manage expectations by letting your patrons know that we are working through a courier transition and that they should expect delays in the statewide delivery of library materials. Consider using your library’s social media, website, newsletters, or email lists to distribute clear and concise messages.
  • Prepare appropriately professional and empathetic talking points for staff who are dealing with impatient, unhappy patrons.
  • Please use the Statewide Delivery Customer Service form to let us know if your library has not yet been visited by STAT Courier.
  • Be sure you are using the most up-to-date labels. All materials using the old Priority Dispatch labels are being shipped to the State Library of Ohio, and this will cause further delays in your deliveries.

Thank you all for your continued patience, and we will provide additional updates to you as we have them.


July 7, 2021

The State Library of Ohio and OhioLINK met with STAT Courier for a regularly scheduled update call this morning.  Today is the 4th day of the contract with STAT. We will continue to meet with key staff members throughout this transition and beyond. A major issue in this transition was due to scheduled stops Priority may have missed at the end of June.

STAT ordered 4,500 totes and there have been delays in STAT receiving them.  To date, they have only received 3000 totes. A shipment for the last 1500 is two weeks overdue. STAT is working to get those totes delivered ASAP.

The reduced number of totes at the onset, combined with the deliveries Priority missed in June have created a backlog of materials to be sorted at the warehouses. STAT is hiring more sorters this week and those sorters will be working over the weekend to address this backlog.

STAT will add two routes to the Cleveland hub and one in Toledo to address the volume in those areas.  With the addition of these routes, we will update delivery labels next week.

There has been some driver turnover, as is to be expected with any change in vendor and given the short time frame for the transition. However, drivers will be working all assigned routes as of tomorrow, including some recent hires starting their routes.

Steps libraries can take now:

  1. If you are at a library that a driver from STAT has not yet visited, please email Jamie Pardee (jpardee@library.ohio.gov) with the Subject line: NO DRIVER today. Or, you can use the Delivery Customer Service Form at https://library.ohio.gov/services-for-libraries/statewide-delivery/statewide-delivery-customer-service/.
  1. Please be sure you are using the most up-to-date labels. All materials using the labels for Priority are being shipped to the State Library of Ohio and will cause further delays.
  1. The statelibdelivery listserv for delivery is an opt-in listserv. Please be sure at least one person from every delivery location subscribes to this listserv at https://lists.library.ohio.gov/mailman/listinfo/statelibdelivery.

As with any major contract change, we expected to see some challenges as we transitioned vendors.  While we are working through these, we sincerely appreciate your patience and understanding. We apologize for problems that have been created for patrons, some of whom have been waiting for their materials for over four weeks. A significant increase in the materials delivered is expected starting on Monday to get through this backlog.

Another update with STAT will be Friday afternoon and we will share new information after that meeting. The fastest way to get these updates is to subscribe to the statelibdelivery listserv.


Revised June 24, 2021

The following information includes important dates and instructions as we transition to the new Statewide Delivery Service. If you have questions, contact Jamie Pardee.

June 25

Libraries must destroy all Priority Dispatch delivery labels.

June 28, 29, and 30 – Priority Dispatch

Priority Dispatch will only drop off materials.

Priority Dispatch will NOT pick up outgoing materials.

June 28 – STAT Courier

STAT Courier will visit every library who is a member of the Statewide Delivery Service. This process will begin on Monday, June 28. If a library does not receive delivery services on Mondays, they will meet their driver on their regularly scheduled delivery day.

The drivers will introduce themselves,

drop off totes to use for packing materials, and

start picking up outgoing materials

All routes may not be completed on the first 3 days due to the time it may take for drivers to introduce themselves to library staff, load the canvas bags into the totes, and drop off empty totes. We ask that libraries try to minimize questions for the STAT Courier drivers during the first couple of weeks of the new delivery service because we do not want to hold them up from completing their routes. Please communicate directly with Jamie Pardee or use the customer service form that will go to STAT Courier.

STAT purchased smaller sized totes to keep them at a manageable weight. The dimensions of the totes are 21.5″ x 15.5″ x 13″. The packed totes should not weigh more than 50 lbs. Given the size of the totes, STAT Courier expects that they will only be about 30-35 lbs.

Library staff shall pack totes with items going to multiple locations. STAT Courier staff will sort for delivery to each destination. If a library has a large amount of materials going to one location, they may put them directly into a single tote and affix the label to the tote rather than putting multiple bags into a tote.

The drivers will have 2-wheel hand trucks (which can fit 4 to 5 totes) and can convert to 4-wheel hand trucks/carts.

For the initial pick-up of materials, if a driver picks up 4 totes, they will leave 4 empty totes for the next pickup date.

Week of June 28

Libraries need to print new delivery labels for the STAT Courier system

July 5 – There will be no deliveries or pickups on July 5 because that is a holiday for STAT Courier.

Please continue to place library materials in the canvas bags then place the bags into the totes. This will enable the drivers to stack the totes in their vehicles and should help reduce incidences of damaged materials. Materials may be placed into a padded envelope with a label taped on it and then placed directly into the tote. No canvas bag is needed if using a padded envelope.

A Material Handling for Statewide Delivery information sheet is available to read, download, and print. NOTE: This document has been updated and is available under the Delivery Resources tab.

If you have questions, contact Jamie Pardee.